Conduent Quality & Training Manager - Call Center in Tempe, Arizona

Quality & Training Manager - Call Center

Description

If you would like to work in a fun, fast-paced, vibrant workplace, this could be the role for you! This role will focus on leading a team of trainers and quality assurance specialists to support the business’s training, development, and process optimization requirements.

The Customer Support Center is a multi-channel inbound service center supporting health and human services programs. This role will be focused on ensuring these interactions are of the highest quality, primarily through actively managing, enhancing, refining and maintaining a call quality and training program. The Quality and Training Manager will also ensure continued adherence to process and achievement of target metrics through monitoring of SLAs and key KPIs.

This role requires a strong and respected leader, communicator and educator who has excellent interpersonal skills, can multi-task and thrive in a fast paced environment. The ideal candidate will be positive, participative, self-confident, and factual with a strong desire to work in challenging situations with a systematic approach to problem solving.

Primary responsibilities:

  • Serve as primary liaison with the Client related to Quality and Training matters

  • Strategize, implement and execute best in class quality management and training programs.

  • Create and maintain quality standards, policies, procedures, monitoring forms, and other quality- or training-related documentation.

  • Evaluate data to report on SLAs and KPIs and identify trends and opportunities to improve quality and training.

  • Proactively build new training materials and quality programs to address new client requirements, new challenges that arise via calls monitored, trends in reports and feedback from the team.

  • Promote a formal 360º feedback mechanism to drive consistency, accuracy, and innovation.

  • Collaborate and communicate with internal and client management team to implement process improvements, address performance challenges and adherence to new procedures,

  • Monitor and evaluate QA staff, provide feedback, coaching and calibration to ensure consistency

  • Monitor and assess client QAs, provide feedback and calibration to ensure consistency

  • Foster a positive, supportive, high morale, high integrity, energetic work environmentExperience and Skills:

    • 7-10 years call center experience, with 3 years of training and/or call quality management
  • Prior experience managing teams directly and indirectly

  • Bachelor degree required

  • Public sector experience required, health and human services experience preferred

  • Prior experience working in a BPS/BPO environment preferred

  • Excellent written and verbal interpersonal and communication skills

  • Ability to plan, execute, measure results and drive improvement on a continuing basis

  • Resilience and ability to persevere and complete initiatives even in the face of adversity

  • Discipline, organization and patience to manage competing priorities

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Quality Assurance

Primary Location United States-Arizona-Tempe

Organization Government

Unposting Date Ongoing

Req ID: 18025338